Customer Support Analyst

Localpayment; A distancia; MXN 895,000 - 1,254,000; Jornada completa

Descripción de la vacante

A fintech firm in Veracruz, Mexico, seeks a Customer Support Analyst to drive client retention through proactive issue resolution. Key responsibilities include managing inquiries, performing technical troubleshooting, and generating KPIs on support metrics. The ideal candidate has at least 3 years of experience in fintech support, is knowledgeable in payment processes, and is fluent in English and Spanish. Join a fast-paced, remote-first team focused on significant challenges in global payments.

Servicios

Competitive compensation

Opportunities for growth

Formación

• 3+ years in fintech or customer support with expertise in payments processing.
• Knowledge of client-facing roles in multinational settings.
• High attention to detail and excellent organizational skills.

Responsabilidades

• Handle client inquiries professionally and quickly.
• Perform operational consultations and technical troubleshooting.
• Analyze support metrics and generate KPIs.

Conocimientos

Industry Experience

Technical Skills in payment flows

Observability tools (Grafana)

Fluency in English and Spanish

Herramientas

Zendesk

Zoho Desk

Jira

Excel

Descripción del empleo

About the Company

Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets.

Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion. In , Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company.

This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem.

Overview

We are looking for a Customer Support Analyst for our key enterprise clients, driving retention through proactive issue resolution, performance analysis, and strategic client engagement in the dynamic world of cross-border payments.

What will you be doing?

Handle inbound inquiries via tickets, responding promptly and professionally to merchant questions about payments, account setup, and basic transactions.

Accompany cases and incidents, tracking resolutions from initial report to closure while maintaining clear communication with merchants.

Perform operational consultations, such as querying transaction statuses in backoffice systems.

Conduct first-level technical troubleshooting for common integration errors (e.g., basic API issues, HTTP status codes) and escalare complex matters to specialized teams.

Send notifications and alerts to merchants regarding transaction updates, system maintenance, or preventive advisories to minimize disruptions.

Manage other typical level 1 tasks, including data entry in Excel for reporting and collaboration via Slack for quick team handoffs.

Lead complex cases in production, serving as the primary technical point of contact for enterprise merchants and coordinating with their teams for swift resolutions.

Analyze and generate KPIs on support metrics, such as resolution times and customer satisfaction scores, to inform process improvements and report to leadership.

Perform Root Cause Analysis (RCA) and lead post-mortem reviews for recurring incidents, identifying trends in payment failures or integration issues.

Participate in retention and SLA review meetings with strategic clients, ensuring alignment on service levels and proactive strategies to prevent churn.

Create and update knowledge base articles on common workflows, troubleshooting guides, and best practices to empower the junior team and self-serve merchants.

Structure escalations to Product, Development, Compliance, and Operations teams, prioritizing based on impact and providing detailed documentation for faster fixes.

Oversee advanced troubleshooting using observability tools like Grafana, focusing on payment flows (authorization, capture, cancellation, refund) and regional methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

What are we looking for?

Industry Experience : At least 3+ years in fintech or customer support, with proven expertise in payments processing, incident management, and client-facing roles in multinational settings.

Technical Skills : Deep knowledge of payment flows (authorization, capture, cancellation, refund) and Latin American payment methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

Proficiency in observability tools like Grafana for log analysis and root cause identification. Tools and Skills : Familiarity with support platforms like Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting.

High attention to detail, excellent organizational capacity, and the ability to simultaneously manage multiple critical tasks and coordination.

Languages : Formal fluency in English and Spanish for executive-level discussions and technical documentation with international clients.

Soft Skills : Strong leadership in mentoring junior staff, exceptional problem-solving under pressure, and the ability to manage multiple high-priority escalations while fostering cross-team collaboration.

How do we work?

You’ll join a collaborative team that values autonomy, initiative, and quality.

You’ll work closely with backend, frontend, product, and operations teams to build robust and scalable solutions that power global payments.

Why join our team?

Be part of a high-impact company growing across global markets.

Work on meaningful challenges in the fintech space.

Join a fast‑paced, remote‑first environment backed by Aleph Group.

Competitive compensation and opportunities for growth.